Senior L3 Technical Support Lead - Payments & Loyalty

Global Payment Holding Company; Dubai; On-site; AED 180,000 - 240,000; Full time

Benefits offered by this job

Tier 1 medical insurance

25 days annual holiday

Office with views (Dubai)

Global career progression

Wellbeing initiatives & social events

Team-building activities

Job summary

Global Payments Inc. is seeking an experienced L3 Technical Support Lead in Dubai to diagnose and resolve complex issues affecting loyalty platforms and payment applications.

You will analyze logs, coordinate with engineering, and drive fix implementations while maintaining strong client communication. The role requires 5+ years in technical support or devops, strong API and database skills, and ability to work in an agile, fast-paced environment.

Qualifications

• Minimum 5 years in technical support, software engineering or DevOps roles.
• Experience with APIs debugging and testing using tools like Postman or cURL.
• Solid understanding of mobile/web apps, logs, and deployments.
• Proficient in database querying (MySQL, PostgreSQL, MongoDB).
• Familiarity with loyalty program platforms and marketing tech.
• Strong Linux system knowledge and basic admin skills.
• Experience with Git and ticketing systems (JIRA, Zendesk).
• Excellent problem solving and written communication, able to document RCA reports.

Responsibilities

• Act as final escalation point for complex issues unresolved by L1/L2 teams.
• Analyze logs, code-level behavior, and infrastructure to diagnose loyalty program systems and apps.
• Provide root-cause analysis and detailed stakeholder reports.
• Suggest fixes, config changes, or process improvements to prevent recurrences.
• Liaise with development for bug tracking and deployment patches.
• Contribute to sprint planning during incidents and technical debt.
• Interact with enterprise customers for high-severity issues.
• Provide updates during critical incident resolution and meet SLAs.
• Create scripts or dashboards to aid diagnosis and operations.
• Collaborate with DevOps/SRE to improve observability and response.

Skills

APIs REST/GraphQL

Mobile Apps

Database queries

Log analysis

Loyalty platforms

Linux systems

Git

Ticketing systems

Collaboration

Agile

Documentation

Tools

Postman

cURL

ELK

Datadog

Kibana

Job description

Global Payments Inc. is seeking an experienced L3 Technical Support Lead in Dubai to diagnose and resolve complex issues affecting loyalty platforms and payment applications.

You will analyze logs, coordinate with engineering, and drive fix implementations while maintaining strong client communication. The role requires 5+ years in technical support or devops, strong API and database skills, and ability to work in an agile, fast-paced environment.